Differences Between Customer Satisfaction and Customer Experience
The utility industry has witnessed widespread changes over the last two decades. New technology is ushering in a new era of electricity, gas, and water delivery. Technological innovation has also encouraged the creation of new customer service outreach methods....
Read moreWhy After-Action Reviews Are Important
It’s never possible to over-prepare, because it’s always possible to be taken by surprise. In these cases, the best course of action is to learn from what occurred and try to plan for the next, similar event. After-action reviews...
Read moreCity of Santa Cruz Selects Utility Partners of America for Meter Replacement Project
UPA to partner with the city’s water department on the replacement of nearly 24,000 meters GREENVILLE, S.C. – November, 2021 – Utility Partners of America (UPA), a leading provider of project management, construction management, operations, maintenance and professional services...
Read moreEffects of Undetected Water and Gas Leaks
Water is one of, if not the most, essential resources in the world. Modern societies rely on water for a variety of needs. From sanitation to irrigation, satisfying thirst, and sustenance to generating power. Despite that importance, the aging...
Read moreWhy Your Utility Needs A Contingency Plan
Utility emergencies are inevitable. Whether it’s the result of a natural disaster like hurricanes, tornadoes, aging infrastructure, or just plain bad luck, providers cannot predict the next emergency. You can better prepare the company though for the next time...
Read moreTop Five Ways to Build a Rapport With Your Team
As anyone can tell you, there is a stark difference between managers and leaders. A manager tells people what to do, while a leader inspires them to do the job the best they can. A manager uses their head,...
Read moreThree Rapport Styles and Why You Should Know Them
Leadership gurus and business coaches each have their own unique styles. One of the few consistent threads is that they all stress the importance of building meaningful relationships. Whether through networking with industry peers outside of your company or...
Read moreEncourage a Utility-wide Safety Culture
When it comes to conversations within the utility industry, safety is at the top of the list. It’s one of those things that has always been universally accepted as critically important. For utility leadership that wants to keep safety...
Read moreWin in Procurement Management
In general, utility activities are process-oriented. Employees turn on and off service, make repairs, perform preventive maintenance, and collect payments. This work follows a step-by-step system with a series of boxes to check. Another, vastly different kind of utility...
Read moreTop 5 Tips for Maximizing Customer Service Software Training
Customer service is a complicated aspect for any business. Historically, it has been especially complicated for those in the utility space. According to a Utility Digital Experience Study published by J.D. Power in 2018, part of the problem is...
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